Papa Gino's — Restaurant in Saugus

This Papa Gino's restaurant on Route 1 in Saugus has provided the worst service and it is all a fault of upper management. The other day I ordered two pizzas through my mobile app at 6:25 pm to be picked up at 7:00 pm. This is ample time to have the pizzas ready for pickup. My daughter went to pick up the the two pizzas and inquired after waiting until 7:10 pm that the pizzas were one of the next few orders out. The "shift lead" at the counter was approximately 18 years old and I was told afterwards by a regional manager that this position is considered the manager on duty. The one cook on duty was about his age as well. Both of these employees gave my daughter a severely bad attitude and said that they only get paid $12 an hour and one of them was not working at his regular location and the other one had been working a long day. This was the night of a Red Sox World Series game and Papa Gino's was running a 50% off on pizza specials. They told my daughter they she should go get professional help for her communication skills and that if they knew the pizzas were for her they would have cooked them a lot slower. She told them that they were jerks. A man who was a by-standing customer ganged up with them on her and he started yelling at her and was very threatening. They did nothing but let him join in on the harassment and bullying. When the pizzas came home they were sent back for a refund as we didn't trust the food and that these two guys could have spit on the pizza or done something else. They took the pizzas back and refunded the money. I ordered two more pizzas from the Papa Gino's in Malden, MA and they were completed in 25 minutes. This restaurant was well staffed with managers, shift leads, cooks, etc. The cook in the Saugus restaurant told the "Shift Lead" not to answer the phone anymore as they were too backed up with orders. As usual they were not set up to handle the capacity of the orders coming in. This is my third horrific experience with this Saugus location of Papa Gino's and all the blame and fault clearly lies with upper management. Staff your restaurants correctly or close the doors if they are going to continue to cause the confrontational issues. There is no excuse for the number of unprofessional incidences my family has suffered at the hands of Papa Gino's in Saugus. I strongly advise to avoid this location. Now to find out 50 Papa Gino's have closed their doors last night comes as no surprise. Poor management, poor management, poor management. Leaving lots of their employees in tears who showed up to work to find a sign on the door of their store stating the store is...

I placed an order online (Saugus Papa Gino's & D'Angelo ORDER # 2973101) tonight (Friday 5/17) from this location in Saugus for delivery. We are in town for 2 nights for a graduation. We moved out of New England last summer and just had to get the family's favorite pizza while we were back. We ordered one large pizza, one order of chicken tenders and two 2-liters of soda with plates/utensils/napkins for four people. The delivery was just a little bit late (at about 8:30pm) but that was not the issue. I did not get the sodas or plates/utensils that were ordered (and paid for in advance). I called the restaurant and was asked if I could hold and was immediately hung up on. I called right back and someone else answered who also said please hold. The second person did place me on hold but after approximately 15-20 minutes on hold that call, too, was disconnected. They are now closed for the night with no resolution for this absolutely horrible service and extremely disappointing experience.

I did visit the restaurant later the following day to discuss this experience and it started with the "We don't have our own drivers so it is what is." and "I wasn't working last night." responses. But after showing the delivery slip along with my order confirmation email the manager did finally ask if I wanted a refund or the missing soda. Unfortunately the manager, upon hearing that I was hung up on twice the night before, again gave the reply that she wasn't working that night and seemed...

Very disappointed! I called in to place an order for a sub and a pizza. I went to pick it up something looked off about my order my bad for not double checking when I was there. I went home and I was right I ordered a sub and it was made wrong and they gave me somebody else's sub too. I called and spoke to the manager she said no problem we can either give you your money back or we make you order I said well I can't come back tonight cuz I live 20 minutes away can I come tomorrow no problem they said. So I go tonight they refuse to make my whole order only make the sub cuz that's all they did wrong but that's not what I was told but they proceeded to argue with me about it. What's the point of just remaking a sub after making me drive 20 minutes each way that's not really doing anything to make up for their mistake. Especially when one manager told me something and another manager...